Enter Call-Associated Data

Your organization can collect data about the call through the Call-Associated Data (CAD) variables. The Organization Administrator configures the CAD variables from the Webex Contact Center administration portal. If CAD variables are configured for your organization, then you can edit one or more CAD variable fields in Agent Desktop during a call with the customer.

During a call, click a CAD variable field and enter the appropriate value. Contact your supervisor for the appropriate values for that field.

The values that you enter are saved in the Webex Contact Center database after you enter the wrap-up information for the call. If you transfer the call to another agent or queue, both of you can enter or edit CAD values, but only the values that are entered before the last wrap-up entry are saved in the database.